customer experience summit is being held in Chicago for senior level executives to network, and discuss issues facing customer experience

1. Find out how AT&T, Cisco Systems and
Wachovia won 1to1 awards for proving the
presents the most important customer event of the year:
ROI of enhanced customer experiences (see p. 4)
March 30 - April 2, 2009
Hyatt Regency McCormick
Place • Chicago, Illinois
Improving Profitability and Value
through Customer Relationships,
Retention and Loyalty
Learn from the
following experience-
Featured Speakers leading organizations:
Larry Toscano David Cliche
1to1 Magazine, 1to1 Media
Manager of Extreme Customer VP Global Interactive Marketing
Satisfaction Aon Corporation ABB 2008 Fortune’s World’s Most Admired
Panasonic Fortune 500 Companies
Aon Risk Services Fortune 500
Dennis Bianchi John Cushman
Senior Vice President Vice President
Ascendone Corporation American
Horace Mann Insurance AT&T eSales & Service Psychological Association's Best Practices
Winner IQPC Call Center Week Ranked #9 Fortune Most Profitable Companies
Work/Balance Award 2008
Excellence Award 2008 2008
Best Buy Fortune 2008 America’s Most
Violette Jacobson Gordon Pullan Admired Companies, Fortune 100
Product Manager, International Director of Participant Information Call
Cisco Systems 2007 1to1 Customer
Product Development, United Center, MassMutual Retirement Services
Champion, 2008 Fortune’s Best Big
States Postal Service Winner IQPC Call Center Excellence Awards
Companies to Work for
2008 World’s Most Admired 2008, 2008 America’s Most Admired Companies
Companies (Fortune) Earthlink 2008 North American Customer
Value Award
Global Payments Inc. Forbes The 400
Don’t miss the event of the year dedicated to Best Big Companies
helping you: Hilton Hotels Chicago 2007’s UK Top
500 Business Superbrands
Defend and enhance the cost effectiveness of the customer experience during
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the economic storm Metroplus Health Plan #1 Overall
Quality and Customer Satisfaction
Make every contact and touch point count
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New York Life 2008 World’s Most
Align brand building with experience management to drive growth in loyalty,
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Admired Companies
advocacy and profitability
Principal Financial Group 2008 Fund
Leverage VOC to prioritize improvements and eliminate unnecessary service
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Operations Award Winner: Efficiency and
interactions
Streamlining
Drive innovation and product improvement from customer feedback and
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insight Sugardaddy’s Sumptuous Sweeties®
Harness the power of the employee experience to improve the customer’s Tickets.com
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experience
Wachovia 1to1 Magazine Customer
Leverage the customer experience lifecycle to sustain long term business
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Champion
value and drive strategic planning
Sponsors:
Call Jason Ramrattan @416-597-4734 or jason.ramrattan@iqpc.com

2. March 30 - April 2, 2009
Hyatt Regency McCormick Place • Chicago, Illinois
Who Should Attend
the Customer
Experience Summit:
Dear Executive:
As Tina Waters, SVP Customer Service
It’s actually cheaper to deliver a Grea Operations at Comcast states “The
t Customer Experience than just a
good customer experience is defined by all
experience. This becomes doubly
important in tough economic time employees, not just customer service.”
s because a Great
Experience results in your custome
rs selling your product for you. (IQPC Customer Feedback keynote
September 2008). This conference will
The Great Customer Experience benefit all departments and functions in
is truly becoming a company’s
a company including VPs, Directors,
primary differentiator and com
petitive advantage. Managers and professionals in:
On the upside, research in ten indu Customer Engagement &
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stries by TARP Worldwide demonst
rates that
customers with flawless experiences Experience
are 50% less price sensitive. Imag
ine your
customers 50% less price sensitive Customer Care & Client Services
■
!
Retention & Loyalty Programs
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IQPC is pleased to present the Cus Call & Contact Centers
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tomer Experience Summit on man
aging the end-to-
end customer relationship. This mus Customer Insight & Satisfaction
■
t-attend event will look at interact
ions between
an organization and their custome Consumer Affairs
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rs, including physical performance
(product, price,
delivery, etc.) as well as the emotion E-commerce & Retail
al connection formed with the cust
■
omer. What
experience are you trying to deliver? Marketing
What experience are you actually ■
delivering?
What experience do your clients wan Public Relations & Corporate
t on a conscious and unconscious ■
level - - and on
a rational and emotional level? This Communications
event will help you identify and brid
ge the gaps. Web Site Design & IT
■
This conference will give you spec Financial Analysis & Reporting
ific tools to accomplishing more with ■
fewer
resources, leveraging insights draw Operations & Planning
n from the voice of the customer, ■
and generate a
higher level of customer satisfaction
and loyalty.
The Customer
We guarantee that you’ll return
with at least three cost-cutting
/experience
Experience Advisory
enhancing ideas that you can imp
lement immediately.
Board
At the Customer Experience Summit,
senior level practitioners will provide
real world
insight on what it takes to achieve The following executives were
a world-class customer experience
with measurable
bottom line results. Don’t miss this instrumental in developing a program
opportunity to learn from Custom
er Experience that will help you achieve outstanding
thought leaders and find solution
s to your challenges! customer experiences. Customer IQ
thanks them for their time and insights!
Sign up today to reserve your spot
at this eye-opening and exciting even Elaine Daly, Marketing Programs
t! I look
forward to receiving your registrat
ion. Manager, CDC Software
Jamie Lee, 2nd VP, Aflac
Sincerely,
l
P.S. - Save substantia Dan Womack, Manager of Market
Research, Aflac
y.
$$$ by registering earl Sheri Stewart, CRM Projects and Reports,
See page 7 for details!
Assurant
Philliip Bennet, EVP Signature Services,
Lisa Schulman
OptionsXpress
Sector Manager and Director of
Product Development
David Phillips, Senior Director of
The International Quality & Prod
uctivity Center Customer Service, COSE
Lisa.Schulman@iqpc.com
Allison Byers, Senior Consultant, The
Brookeside Group
Amina Hussain, Consultant, The
Brookeside Group
Janice Bell, Director, Customer Service
Writing Team: Department, LifeWay Church
Resources
John Goodman, Vice Chairman, TARP Mila D’Antonio, Managing Editor, 1to1 Magazine,
Worldwide 1to1 Media Suk Lee Winsor, Director of Market
Research, LifeWay Church Resources
D. Randall Brandt, Ph.D., Maritz Research Allison Byers, Senior Consultant, The Brookeside
Group Karen Clay, Consultant, Ryla Inc.
2 Register Today! Call Jason Ramrattan @ 416-597-4734 or jason.ramrattan@iqpc.com

3. PRE-CONFERENCE WORKSHOPS
DA Y
1 Monday, March 30, 2009
Workshops are hands-on working groups where you will learn how to develop and employ successful strategies for improving your organization’s customer
experience. Purchase individual workshops or purchase a Workshop Pass to attend all six pre- and post-conference workshops.
A 8:00 am - 11:00 am (Coffee will be served), Registration at 7:45 am
Key Account Planning – How to Turn Clients Into Loyal Partners
What if you knew that your best customer was about to walk out the WHAT YOU WILL LEARN:
door…and never come back? Your key accounts are the lifeblood of Workshop participants leave our Key Account Planning thinking and
your business. You’ve heard of the 80/20 rule? In most cases the top behaving differently. In this hands-on, interactive workshop, you will acquire
20% of your clients will account for 80% of your revenue. Successful uniquely successful communication skills and strategies that help you to:
organizations focus a large proportion of their attention and resources Define a successful Key Account relationship
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on keeping these clients happy. In this Key Account Planning Workshop, Create a Key Account vision, translate that into Key Account
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we go beyond “happy” and teach you the fundamentals of how to objectives, and convert those into Key Account strategies
build unbreakable relationships and turn clients into Loyal strategic Build team and individualized Key Account action plans that include:
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partners. The goal of the workshop is to turn you into a steward for the - A key contact list (decision makers, blockers, influencers, and
most important part of your business: your key accounts. implementers) that is prioritized around ROI
“As a manager in a Fortune 500 company, I’ve been exposed to a - Key contact strategies
number of key account management techniques. Brookeside’s is one of - Individual action commitments
the most thorough and effective I’ve ever come across.” Monitor and manage individual and team implementation
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Develop new ways of understanding large account dynamics
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Presenter:
Thomas M. Cates, Founder & President, THE BROOKESIDE GROUP, INC.
B 11:15 am - 2:15 pm (Luncheon will be provided), Registration at 11:00 am
Measurably Improving Contact Center Cost Effectiveness: Enhancing Self Service, Contact
Prevention and First Call Resolution
Up to 30% of your contact workload is preventable via proactive Enhance first call resolution via flexible response spaces which allow
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education and enhanced education on self service. Further, first call the CSR to “break the rules for good customers, without breaking the
resolution can be increased by up to 15% if you allow your front line to rules”
use a flexible response rule for the top five issues. The payoff is not only Identify opportunities to foster positive word of mouth via “cheap
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lower cost but higher customer satisfaction, loyalty and word of mouth. delighters”
It is actually cheaper to give great service than just good service. Lower costs via improved new customer welcome and education using
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their preferred channel
This workshop will help you understand the causes of customer
Quantify the impact of the above initiatives in a manner the CFO will
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problems in a way that highlights those that can be easily avoided or
accept using principals of service impact on word of mouth, loyalty
handled via self service. Further, the analysis will allow you to justify
and risk reduction.
investments in customer education and enhanced self service in a
manner the CFO will accept. Mr. Goodman will draw upon case studies form the financial services,
retail, technology, chemicals, non-profit, health care and pharmaceutical
LEARN HOW TO:
industries.
Identify causes of customer contact that can be prevented via customer
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education Presenter:
Select the top three opportunities to eliminate service contacts via John Goodman, Vice Chairman of TARP WORLDWIDE and
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“Psychic Pizza” delivering before your customer knows he needs it author of Strategic Customer Service published by the American
Enhance utilization of self service via the principal that, “You can’t just Management Association
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lead the horse to water, you must give him the first sip”
C 2:30 pm - 5:30 pm Registration at 2:15 pm
The B2B Voice of Customer Landscape
WHAT YOU WILL LEARN: This interactive workshop will cover:
VOC and customer experience have many incarnations and definitions in Best practices and case studies for each element;
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the industry today. This workshop will present the 10 Core Elements of Sample reports; templates; and methodology for each;
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the B2B VOC Landscape: the 5 Strategic and 5 Tactical VOC techniques Score your current company VOC-to-Customer Experience linkage, and
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you need to know, and proven to deliver credible; actionable; and create a tailored strategy for your company.
economically rationalized customer insight.
Presenter:
Nedra Sadorf, COO, HUNTER BUSINESS GROUP, LLC
Sponsors: 3

4. MAIN CONFERENCE
DA Y
2 Tuesday, March 31, 2009
Registration and Coffee Panel Session: Award Winners Proving the ROI of
7:30 10:30
Enhanced Customer Experiences
Chairperson’s Opening Remarks
8:00 Are you a customer-centric leader who understands that engaged customers
make a positive bottom-line impact? If so, this keynote session is for you.
Keynote
Relationship Marketing: Client Retention
8:15 Mila D’Antonio, managing editor of 1to1 Magazine, will moderate a panel
and Loyalty as The New Sales Strategy of Today of its 1to1 Customer Champions and Impact winners.
Tom Cates will discuss the fundamentals of business relationships, including: Moderator: Mila D’Antonio, Managing Editor, 1TO1 MAGAZINE, 1TO1 MEDIA
Popular theories underlying relationship management strategies and the
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Panelists:
effects they can have on an organization’s growth and sustainability in
John Cushman, Vice President, AT&T ESALES & SERVICE
comparison to typical sales and marketing strategies
Daniel Thorpe, Former Senior Vice President, WACHOVIA
The critical difference between client satisfaction and client loyalty
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Kirby Drysen, Senior Director, Customer Listening, CISCO SYSTEMS, INC.
Using client retention and loyalty as a marketing strategy for growth and
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brand promotion Keynote The Profitability of Connecting the
11:15
Thomas M. Cates, Founder & President, THE BROOKESIDE GROUP, INC.
Customer and Employee Experience
What is the connection between creating an environment of employee
Keynote The Bottom Line Impact of Customer Centricity
9:00
empowerment and setting the foundation for driving superior customer
Discover best practices in customer centricity and find out the rationale and
experiences? This enlightening presentation will address the Pattern which
the process of how Horace Mann Insurance went from product focus to
Connects (Gregory Bateson) - the relationship between the employee and
customer centricity. In this case study you will discover:
customer experience for measurable results. Find out how to achieve the
How to quantify revenue associated with poor customer experiences
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competitive edge of a sustainable mutually profitable employee and
Why it’s important to move from customer satisfaction, to customer advocacy
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customer relationship.
How to act on customer experience to identify and save customers at risk
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Violette Jacobson, Product Manager, International Product Development,
How to motivate, recognize & reward employees by tying compensation
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UNITED STATES POSTAL SERVICE
to customer experience
Editorial Advisory Board, 1to1 Magazine
Dennis Bianchi, Senior Vice President, HORACE MANN INSURANCE
Winner: IQPC Call Center Excellence Award 2008
Luncheon For Delegates and Speakers
12:00
Networking Break and Vendor Showcase
9:45
Concurrent Sessions Begin: Choose A or B
TRACK A TRACK B
Going From Good to Great Service While Saving Money: Making the Transition From Satisfying Customers to
1:00
Using the Voice Of The Customer to Drive Brand Aligned Gaining Their Loyalty and Advocacy
Service Providing the value customers expect while increasing their productivity leads to
Identify opportunities to eliminate service via “Psychic Pizza” delivering before long-term relationships. In this presentation, you will learn strategies for:
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your customer knows he needs it Building complaint resolution process and transaction surveys into loyalty surveys
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Enhance utilization of self service Converting loyal customers into strategic partners
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Enhance first call resolution via flexible response Partnering properly to exceed expectations and anticipate future needs
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John Goodman, Vice Chairman, TARP WORLDWIDE Developing customers into strong advocates for products and services
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Bill McGovern, Director - NAM Customer Service
Business To
Center and Common Support Applications, ABB
Business Sessions
Customer Intelligence and Brand Monitoring Winner: Driving Strategy through CE
1:45
Don’t miss your chance to find out where customer intelligence and brand monitoring Find out why NCO Customer Management won IQPC’s 2008 Call Center
fits in at your company - from the analyst to the C-Suite. Find out how to: Excellence award for Best Performance Leveraging the Customer Experience as a
Leverage the VOC to move your business forward Strategic Business Driver
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Drive customer listening systems across social media Securing new business and expanding current business through “word of
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Gain a competitive edge with customer driven innovation and closed loop mouth” and referrals
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marketing Setting goals to drive continual improvement
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Craig Bennan, President and CEO, ISLAND DATA and client (TBD) Reducing operating costs while maintaining or enhancing the quality of service
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Scott Ross, Senior Vice President, Sales, NCO CUSTOMER MANAGEMENT, INC.
Jon Blum, Director of Sales Development, BEST BUY
Networking Break and Vendor Showcase
2:30
The Need of Customer Insight in Fostering Innovation NPS and Client Marketing: Creating A More
3:15
Personalized Customer Experience in the B2B Space
Organic growth is becoming more and more important during these economic
times, with innovation being a primary driver of growth. But Innovation must Aon uses individual as well as aggregate Net Promoter Score (NPS) results to help
be customer driven and based to be successful and this includes understanding tailor B2B marketing messages to clients. Personalizing marketing to meet audience
what Customer value in the enterprise. And Innovation is far broader than new needs has driven sustainable organic growth and greater profits. Find out how Aon:
product development, as service industries are realizing. In this presentation, Coordinates NPS and employs results globally
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Business To
examples highlighting the relationships between customer insight, analytics and Funnels NPS information back to the sales team to
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Business Sessions
innovation will be discussed and explored – all successfully driving strategy. help them personalize the client experience
Daniel Thorpe, Former Senior Vice President, WACHOVIA Focuses marketing campaigns on client feedback
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1to1 Magazine Customer Champion (2007) Angela Sanders, Director, U.S. Marketing Operations, AON RISK SERVICES
Keynote Implementing Successful New Online Marketing Partnerships
4:00
Learn ways to drive additional revenue while enhancing the online customer experience. Strategic insights include:
Cultivating innovative partnerships that add value to customers and the bottom line
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Leveraging mobile to provide a seamless customer experience
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Integrating new opportunities across your organization
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Measuring the success of your efforts
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Sheri Fink, Online Marketing Manager, TICKETS.COM
Closing Keynote User Experience Program – Applying Customer Insights To Product Improvement Opportunities
4:45
Panasonic has deployed an initiative to listen to what users of its products are saying and doing, and leverage the insights into product improvement opportunities. The
benefits of the User Experience Program are vast, but many of the as a global manufacturing entity Panasonic is equally as complex.
How can customer insights about products be packaged for decision makers with a different perspective 10,000 miles away?
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What do customers really want?
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What is the real cost of service and value of quality? How do I measure it, prove it, and get people to listen?
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I have user information and insights from my customers? What else is it good for?
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How can Net Promoter be used?
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Find out how Panasonic’s User Experience Program is reducing costs and “check OK” returns, while delighting product users with a better product experience.
Larry Toscano, Manager of Extreme Customer Satisfaction, PANASONIC
Cocktail Networking Reception
5:30 Sponsored by
4 Register Today! jCall Jason Ramrattan @ 416-597-4734 or jason.ramrattan@iqpc.com

5. MAIN CONFERENCE
DA Y
3 Wednesday, April 1, 2009
Registration and Coffee quot;appearance, taste, texture, and stylequot; not only distinguish Sugardaddy's
7:30
brownies from the competition but serve as the key tenants of the
Chairperson’s Opening Remarks Sugardaddy's brand and which permeate all aspects of Sugardaddy's business.
8:00
This presentation will help you differentiate yourselves from your
Keynote Key Tools Around Voice of the Customer competition by creating a recipe for a seamless, consistent brand and
8:15
And the Value of VOC customer experience resulting in word-of-mouth marketing, national
endorsements, and customers.
Find out how to connect and understand your customer to extend the life
Mark Ballard, Co-Founder and Co-CEO, SUGARDADDY’S SUMPTUOUS
of your customer and optimize the relationship.
SWEETIES®
Realize the power of online communities/social media – developing a
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continuous online interaction with customers; conducing beta testing and
Networking Break and Vendor Showcase
9:45
understanding the customer experience
Understand the importance of a continuous feedback loop
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Keynote Managing Multiple Customer Experiences
10:30
Employ Voice of the Customer and predictive analytics to drive focus and
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for an Extended Customer Lifecycle
optimize the customer experience
Customer experiences at different touch points will provide unique
Screen customers for value and developing a customer value scorecard
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challenges and opportunities. By learning how to understand the sum total
Calculate the high propensity for churning customers
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of these experiences over a customer’s lifecycle, an organization gains the
Stuart Roesel, Director of the Customer Experience, Insights and Analytics,
ability to predict and plan strategies for customer retention, increased
EARTHLINK
revenue per customer, and customer advocacy.
Keynote The Sweet Smell of Success: How Branding, Learn how the customer experience lifecycle can become a key factor in an
9:00
Marketing, and Raving Fans Created the organization’s strategic planning process and new product innovation cycle
Sugardaddy's Sumptuous Sweeties® Sensation David Cliche, VP Global Interactive Marketing, AON CORPORATION
Learn how Sugardaddy's sells more than brownies, rather how Sugardaddy's
sells an overall brand experience. The presentation will focus on how
Concurrent Sessions Begin: Choose A or B
TRACK A TRACK B
Choosing the Right Metric, Interpreting it and Making it
Case Study: Why Great Employee Experience Equals
11:15
Actionable
Great Customer Experience
Organizations collect endless amounts of customer feedback and intelligence, but
This enlightening case study will provide an inside look at the company’s culture,
how do you know which data to focus on in order to drive change and make
leadership philosophy, mission statement and values and its impact on the
business improvements? Choosing the right metric is a start. During this panel
overall customer experience.
session, organizational leaders of customer advocacy will address:
This case study will show participants how to:
Why and how to choose your primary metric
Employ the “service profit chain” as the leadership’s guiding principle – ■
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How to set a business-wide goal for your metric
matching service levels to customer needs ■
How to use the metric to drive action within your business
Live company values and base everyday decisions on the guiding values ■
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Moderator: CustomerSat, a MarketTools Company
Create a degree of transparency for external and internal customers
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Check www.customerexperiencesummit.com for panel members
Tracy Garner, Senior Manager, Service Operations, GLOBAL PAYMENTS INC.
2008 Call Center Excellence Awards Finalist
Luncheon for Delegates and Speakers
12:00
Beyond Voice: Improving E-Mail Workforce Performance
Gaining Valuable Customer Feedback and Using the Data
1:00
to Create Value Enterprise-Wide With organizations reaching out to their customers via more channels than ever
before, the role of workforce management is extending beyond voice interactions.
AscendOne’s customers are distressed consumers looking for a solution to
Participants will learn:
resolve debts spiraling out of their control. The company’s corporate
How to leverage WFM to improve e-mail workforce performance
management is dedicated directly to the customer experience as the key driver ■
The technology considerations involved in extending WFM systems beyond
of current and future growth. In this presentation, you will find out how ■
voice channels
AscendOne culls client feedback directly from daily interaction and positions
Metrics and key performance indicators that are critical to understanding e-
direct client responses as an embedded part of the process. ■
mail patterns
Andrew Donovan, Director of Customer Service Operations, ASCENDONE
How to use WFM insights gained to schedule staff appropriately, reduce e-
CORPORATION ■
mail response times and improve overall service
Applicant for IQPC Call Center Excellence Awards 2008
Tony Graczyk, Sr. Contact Center Workforce Management Analyst, PRINCIPAL
FINANCIAL GROUP
Networking Break and Vendor Showcase
1:45
Capturing Customer Satisfaction by Leveraging Quality
Case Study: Leveraging the Customer Experience as a
2:15
Disciplines
Strategic Business Driver
This session will explore best practices for capturing customer satisfaction and
Securing top management support of the customer experience and
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will include a case study of how New York Life deploys it in their business
demonstrating how the customer experience can drive business initiatives
model.
Gaining valuable customer feedback and using the data to create value
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Quality monitoring
enterprise-wide ■
Capturing the customer experience with after call survey
Achieving measurable results: increasing membership, growing at a consistent ■
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Utilizing after call survey results
pace and setting up “retention unit” to ensure members stay enrolled ■
VOTC (voice of the customer) Model
Gail L. Smith, Chief Customer Officer, METROPLUS HEALTH PLAN ■
Lynn O’Neill, Assistant Vice President of Customer Experience, NEW YORK LIFE
Closing Keynote Transforming Your Call Center to Add More Experience Value to the Customer More Bottom Line
3:00
Value to the Company
This presentation will address how MassMutual Retirement Services recently transformed itself to become more of a profit center based on feedback and the needs of
callers in the marketplace.
Launching and growing a pilot program that started by adding $2 million in assets the first year and grew to adding $120 million in assets by year five
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Listening to a client advisory council to gain insight on their service needs
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Changing the internal mindset from being information providers to a consultative approach to service with the goal of assisting customers
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Measuring the increase in revenue and satisfaction surveys to demonstrate your bottom line
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Gordon Pullan, Director of Participant Information Call Center, MASSMUTUAL RETIREMENT SERVICES
IQPC Call Center Excellence Awards 2008
Winner: Best in Class Call Center (50-200) staff
Runner-Up: Best Performance Leveraging the Customer Experience as a Strategic Business Driver
Chairperson’s Closing Remarks
3:45
Sponsors: 5

6. POST-CONFERENCE WORKSHOPS
DA Y
4 Thursday, April 2, 2009
Don’t miss the final day of workshops!
D 8:00 am - 11:00 am (Coffee will be served), Registration at 7:45 am
Customer Experience and Brand Monitoring – Mapping Brand Promise to Customer
Intelligence and Monitoring the ROI
You can’t manage what you can’t measure. Few things are more difficult WHAT YOU WILL LEARN:
to measure than the perception of your brand in the market. It has Best practices for building customer listening into your organization
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always been difficult, but with the Web 2.0 world of social media, it’s How to solicit capture, categorize, analyze and report quantitative data
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even harder to manage a brand in the market when one person on a on your brand performance and customer perception
tiny blog can make an enormous impact on your brand perception. Leave with a customer listening plan that will allow you to proactively
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Outside of all the new social media influence on your brand, many engage customers, track emerging conversations and turn that analysis
companies haven’t got a handle on the most immediate way into that into actionable insights
conversation – their own customer feedback channels. Drive product innovation, operational excellence, and customer loyalty.
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Presenter:
Gam Dias, VP Product Management, ISLAND DATA
E 11:15 am - 2:15 pm (Luncheon will be served), Registration at 11:00 am
Putting the Voice of the Customer to Work
Most organizations realize the value of the Voice of the Customer (VOC) and - Which specific elements of the customer experience should be
work hard at capturing and utilizing this critical data source. Investments targeted and given highest priority for managerial action, and
made by organizations in capturing and leveraging the VOC have grown - What changes must be made in organizational policies, practices,
steadily from the early 1980’s to the present. Today, hundreds of operations, and business processes in order to improve the customer
organizations regularly conduct surveys, solicit comments and complaints, experience
and gather data from other VOC sources in order to identify and pursue WHAT YOU WILL LEARN:
opportunities to improve customer experiences and relationships. Dr. Brandt will show you how to:
So why do more than 75% of Fortune 1000 managers say their Make data from market research, inbound customer communications,
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organizations are falling short when it comes to “putting the voice of and other VOC sources “work together” to furnish insights regarding
the customer to work?” (source: the 2007 Maritz VOC Practices and where to focus efforts to improve the customer experience
Challenges Survey) Make the voice of the customer more “relevant” to day-to-day
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management and operations by linking it to:
WHAT YOU WILL COVER:
- Financial and other business results metrics
In this workshop, we will:
- Internal operational and service metrics
Identify the issues and challenges that prevent most organizations from
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- Measures of employee experience and engagement
getting the most out of their efforts to capture and leverage the voice
of the customer You will see case illustrations from financial services, retail, IT/telecom,
Introduce and illustrate an Integrative VOC Process that enables an and hospitality sectors. You also will have a “hands-on” opportunity to
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organization to determine: develop a blueprint for implementing an Integrative VOC Process in your
- How a customer’s evaluation of his/her experience leads to customer organization.
decisions and behaviors that ultimately produce top-line revenue and Presenter:
other key business results D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty,
MARITZ RESEARCH
F 2:30 pm – 5:30 pm Registration at 2:15 pm
Interactive Workshop: Plan for Success – Engaging Customer Touchpoints to Enhance Quality
Experience
It’s an experiential workshop! Every business goes through the cycle of Expanding analytics and the ways that internal departments can realign
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selling, supporting, and serving their customer. Yet in the world of process for seamless support
Customer Service, we strive to synchronize each of our contact touchpoints Utilizing customer survey feedback for opportunities to segment and
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in Web sales, IVR speed to connect, live agent accountability, survey, and prioritize to remove barriers for a superior service experience
open networking to communicate with our clients. Our expert workshop Developing innovative approaches to engage customer loyalty as with
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leaders will share current research and lead this hands-on process to customer advisory boards, social media, and employee forums
showcase prominent Chicago hotels committed to hospitality; in Web, Building parallel scenarios of success from Hospitality, Retail, Manufacturing,
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reservations, front desk, convention/meetings, restaurants, spa, and other services by staying connected with Customer Experience
housekeeping, operators, bell station and other areas of service. By listening Interactive Activities to Take-away:
to your customer's experience and interacting across your enterprise, we will Know thy Customer – needs, wants, perceptions, readiness, segmentation
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build and qualify criteria for success to expand sales by brand recognition Align Internal Support – time, money, training, communication
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and provide excellent service for customer retention and loyalty. Measure Feedback for result-based improvement, creative innovations
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WHAT YOU WILL LEARN: Presenter:
Creating an end-to-end customer strategy that begins with an
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Dru Phelps, Value Partner, QIC
engaging and inviting front-end sales John Wells, General Manager, HILTON HOTELS CHICAGO
About the organizer: Conferences and Webinars Available:
Visit us at www.iqpc.com and see what other exciting and information-packed conferences and webinars are
being offered by the International Quality & Productivity Center.
Sponsorship & Exhibition Opportunities:
Customer Management IQ, a division of IQPC, is your Sponsorships and Exhibits are excellent opportunities for your company to showcase its products and services
networking resource and is designed to help you with the to high-level, targeted decision makers attending the conference. Customer Management IQ and the
challenges you face everyday through our leading Customer Experience Summit will help companies like yours achieve sales, marketing and branding
customer management conferences, training courses, objectives by setting aside a limited number of event sponsorships and exhibit spaces – all of which are
email newsletter and webinars. These products are custom-tailored to help your company create a platform to maximize its exposure at the event.
designed to create a learning atmosphere like no other by
bringing together top customer management experts that For more information on Sponsoring and Exhibiting at the Customer Experience Summit, please contact
share their knowledge and experience with our members. Thomas Boccard at 1-866-232-8660 or sponsorship@iqpc.com.
6

7. ABOUT OUR SPONSORS
Sponsors:
Co-Sponsors:
CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and
The Brookeside Group, Inc. is a management consulting and
managing enterprise-wide action responding to real-time customer feedback. With
corporate training firm focused on client Loyalty and retention
advanced technologies and proven market research techniques, CustomerSat solutions have helped companies
servicing a broad client base, ranging from start-ups to the Global
such as AMD, Business Objects, Canon, Thermo Fisher Scientific and Wells Fargo. Through its comprehensive
1000. At the company’s core is a patent pending Loyalty
Managed and Self Service offerings, CustomerSat delivers feedback solutions for service and support, sales and
Management System that both anticipates and activates customer and employee
marketing, HR, channel and partner management, IT, website operations and e-commerce, supply chain
Loyalty, and helps its clients build great business relationships. Brookeside
management and investor relations. CustomerSat is headquartered in Mountain View, California, with offices
analyses look past inert satisfaction measures to uncover the underlying “heart-
in the UK. Website: www.CustomerSat.com
and-mind” variables that drive long-term, mutually beneficial
relationships.Brookeside’s key product sets include: Measuring Loyalty through
Hunter Business Group is a nationally recognized B2B marketing and sales consulting firm. For
their Loyalty Management System and online software EnAct, Building Loyalty
nearly 30, Hunter has helped companies design, build and implement solutions to deliver improved
through strategic consulting, Maintaining Loyalty through highly acclaimed
business results such as growth and profitability, customer retention and loyalty. Website:
training courses, and Communicating Loyalty through messaging creation. Please
www.hunterbusiness.com
visit www.brookeside.com or call (978) 266-9876 for more information. Website:
www.brookeside.com
NCO Customer Management provides global Customer Care solutions to many of the Fortune
500 companies. Our CRM division offers a wide variety of services including inbound and
Sword Ciboodle customer interaction software helps
outbound customer care programs, customer retention, technical support, customer acquisition/sales, e-mail
improve the way large organizations interact with their
management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website:
customers, driving down the overall cost to serve whilst enhancing the customer
www.ncogroup.com
experience. Recently recognized by Forrester as the global leader in process-
centric customer service solutions, Sword Ciboodle was also commended for
OpinionLab enables corporations and organizations to harness the collective intelligence of
expediting time to market by being the only vendor to score full marks in ‘time-
their customer base through online deployment of proprietary Voice of Customer (VoC)
to-value’ in CRM implementations. Clients that are already experiencing the
systems across all online touch points. OpinionLab solutions provide insights and metrics used in web user
tangible benefits of Sword Ciboodle, in a matter of days rather than years,
experience optimization, competitive intelligence, and product and service optimization by best of breed
include Standard Bank, Sears and Vodafone. Website: www.sword-ciboodle.com
organizations in 50 countries. Website: www.opinionlab.com
Co-Sponsor & Cocktail Reception Sponsor:
For more than 35 years, TARP Worldwide has been revolutionizing the customer experience. Today,
Island Data, the innovator in Customer Insight Analytic our two divisions continue to create innovative solutions to help Release the Profit of Interaction™.
solutions, delivers real-time market and business TARP’s Research Division quantifies the customer experience in financial terms, tracking its
intelligence for global online enterprises. Island Data’s implications, and guiding resource allocation and executive decision-making. TARP’s Practices Division develops
software-as-a-service, Insight RT™, automates customer feedback management strategies to improve customer service, improve marketing and sales communications, improve frontline
across the enterprise and provides access to important unstructured textual data effectiveness, and inspire employees to attain higher performance. Website: www.tarp.com
in the executive suite. Insight RT generates True Customer Insights™ that enable
CMOs, CIOs, CEOs and their profit center operating managers to track key Sur·vey·nom·ics sur-v_-_nä-miks noun, singular or plural in construction
performance indicators and optimize the customer experience at every touch 1. A social science concerned chiefly with discovery and interpretation of consumer
point. Internet industry leaders, eHarmony, Microsoft, Wal-Mart, and Yahoo! thoughts, emotions, and actions towards a certain brand’s goods and services. 2. Relating to, or based on the
utilize Insight RT to support continuous improvement of their brand reputation, creation of customer value through the use of powerful enterprise feedback and analysis application. Broaden
product innovation, and customer service business practices. Website: Your Insights: Surveynomics presents the “Power of 5”. For more information visit: www.surveynomics.com
www.islanddata.com Email: consulting@surveynomics.com or Call: 801.391.4991. Website: www.surveynomics.com
Media Partners:
Venue and Accommodations:
REGISTRATION INFORMATION Hyatt Regency McCormick Place
2233 S Martin L King Drive,
Qualified Register by Register by Register by Standard
Chicago, Il 60616
end-users: Jan. 23, 09 Feb. 6, 09 Mar. 6, 09 Price
Tel: 1-312-567-1234 • Fax: 1-312-528-4000
Conference Only (save $300) (save $200) (save $100) Website: www.mccormickplace.hyatt.com
$1,299 $1,399 $1,499 $1,599
The Hyatt Regency McCormick Place is conveniently located in downtown Chicago and
Conference + 1 Workshop (save $300) (save $200) (save $100) is c Connected to North America's largest conference center. Take in the incredible
$1,848 $1,948 $2,048 $2,148 views of downtown from contemporary guestrooms, savor a variety of delicious
cuisines in our popular restaurants, or relax in the indoor pool and fitness center. This
Conference + 2 Workshops (save $300) (save $200) (save $100)
versatile hotel remains the preferred choice for visitors year after year.
$2,397 $2,497 $2,597 $2,697
Conference + 3 Workshops (save $400) (save $300) (save $200) (save $100) IQPC has a reduced-rate room block for participants of the Customer Experience
$2,846 $2,946 $3,046 $3,146 Summit at the Hyatt Regency McCormick Place. For room reservations, please contact
the hotel directly at 1-312-567-1234. Be sure to mention that you are attending
For Pricing Packages with 4, 5 or 6 Workshops, please visit us online
IQPC’s Customer Experience Summit for the group rate when making your reservations.
Workshops Only $549 each $549 each $549 each $549 each
TEAM DISCOUNTS
All-Access Pass: Attend the Contact Customer Service at 416-597-4734 for the following discounts:
2-Day Main Conference and TEAM: Only one discount may be applied per registrant.
all Pre- and Post-Conference (save $2,145) (save $1,045) NON-PROFIT, GOVERNMENT, ACADEMIA: Call for more information.
Workshops $2,199 $3,299 PAYMENT INFORMATION:
A $99 processing charge will be assessed to all registrations not accompanied by credit card
Register by Standard payment at the time of registration
Others
Feb. 6, 09 Price MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC
Details for making payment via EFT or wire transfer:
Conference Only $2,299 (save $300) $2,599 JPMorgan Chase - Penton Learning Systems LLC dba IQPC: 957-097239
ABA/Routing #: 021000021
Conference + 1 Workshop $2,848 (save $300) $3,148 Reference: Please include the name of the attendee(s) and the event number: 16954.001
Payment Policy: Payment is due in full at the time of registration. Your registration will not be
Conference + 2 Workshops $3,397 (save $300) $3,697
confirmed until payment is received and may be subject to cancellation.
Conference + 3 Workshops $3,846 (save $400) $4,146 (save $100) For IQPC’s Cancellation, Postponement and Substitution Policy, please visit
www.iqpc.com/cancellation
For Pricing Packages with 4, 5 or 6 Workshops, please visit us online
Special Dietary Needs: If you have a dietary restriction, please contact 416-597-4734
to discuss your specific needs.
Workshops Only $549 each $549 each
Please contact the venue for directions or transportation recommendations.
See website for explanation of a Qualified end-user.
©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this
brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under
the Lanham Act and common law principles.
Sponsors: 7

8. International Quality & Productivity Center
REGISTRATION CARD 535 5th Avenue, 8th Floor
New York, NY 10017
YES! Please register me for
❑ Conference Only
❑ Conference + 1 Workshop
❑ Conference + 2 Workshops
❑ Conference + 3 Workshops
❑ Conference + 4 Workshops
❑ Conference + 5 Workshops
❑ Conference + 6 Workshops
❑ Workshops Only
See Page 7 for pricing details.
Your customer registration code is:
When registering, please provide the code above.
Name__________________________________ Job Title ________________________
Organization____________________________________________________________
Approving Manager______________________________________________________
Address_______________________________________________________________
City__________________________________State______________Zip___________
Phone________________________________Fax_______________________________
E-mail__________________________________________________________________
❑ Please keep me informed via email about this and other related events.
2 EASY WAYS TO REGISTER:
❑ Check enclosed for $_________ (Payable to IQPC)
❑ Charge my __Amex __Visa __Mastercard __Diners Club
2 Call: 416-597-4734
Card #____________________________________Exp. Date___/___
Email: jason.ramrattan@iqpc.com
3
Details for making payment via EFT or wire transfer can be found on
preceding page.
❑ I cannot attend, but please keep me informed of all future events.
16954.001/D/ALP
Find out how AT&T, Cisco Systems and
Wachovia won 1to1 awards for proving the
presents the most important customer event of the year:
ROI of enhanced customer experiences (see p. 4)
March 30 - April 2, 2009
Hyatt Regency McCormick
Place • Chicago, Illinois
Improving Profitability and Value through Customer
Relationships, Retention and Loyalty
Find out how to deliver greater value to customers
and derive greater value from customers!
Sponsors: